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Lessons in Quality: Learning from the Japanese

John J. McManus (Registered professional Production Engineer, a Fellow of the British Production and Inventory Control Society and a member of the Institute of Management. He is currently undertaking a PhD at the University of Bradford. In the last four years, he has worked in IT & Systems Development for London Underground Limited, managing IT projects at tactical and strategic business levels.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 1994

771

Abstract

Attempts to demonstrate that total quality management (TQM) can be successfully transferred to service industries as well as manufacturing industries. In profit‐making services, TQM can lead not only to reduced costs and greater profit margins but also to greater market share through better orientation to customers’ needs. Highlights the Japanese approach to service quality which is an integral part of the organization rather than just an add‐on programme. Illustrates the condition needed to institute a TQM programme successfully in the service industry and concludes with the thought that without these conditions, TQM merely becomes another panacea doomed to failure.

Keywords

Citation

McManus, J.J. (1994), "Lessons in Quality: Learning from the Japanese", Managing Service Quality: An International Journal, Vol. 4 No. 2, pp. 10-14. https://doi.org/10.1108/09604529410796143

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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